Senior Technical Support Manager

Shape the future of defense with MANTECH! Join a team dedicated to safeguarding our nation through advanced tech and innovative solutions. Since 1968, we’ve been a trusted partner to the Department of Defense, delivering cutting-edge projects that make a real impact. Dive into exciting opportunities in Cybersecurity, IT, Data Analytics and more. Propel your career forward and be part of something extraordinary. Your journey starts now—protect and innovate with MANTECH! MANTECH seeks a motivated, career and customer-oriented Senior Technical Support Manager to join our team in Chantilly, VA. This is an onsite position. Responsibilities include but are not limited to: Managing the lifecycle of all problems by detecting, logging, diagnosing, and resolving all problems Detecting and logging problems, communicating with stakeholders, notifying the Change Manager, conducting problem reviews and documents learned lessons, closing problems with briefs to stakeholders, then monitoring the issue(s) and following up on known error resolution progress Preventing reoccurrence of problems by owning the technical resolution and implementing the mitigation processes and procedures Performing trend analysis of important services or historical incidents Gathering data on incident trends, hardware and software failures, and resource utilization and capacity issues and analyzing these trends to identify potential problems and/or recurring incidents Identifying potential solutions, assessing the impact of each, and evaluating alternatives Putting strategies and processes in place to solve problems Coordinating all aspects of problem diagnosis and resolution Understanding the knowledge and skill sets throughout the IT organization to determine which subject matter experts are best suited to help solve each problem Maintaining an overview of the problem queue, updating status, and keeping stakeholders informed of progress Conducting AARs (After Action Reports) and RCA (Root Cause Analysis) with technical team members Facilitating data collection and analysis, looking for a long-term resolution Creating and managing a knowledge base with information about known errors and workarounds for the service desk and administration teams to use Minimum Qualifications: Bachelor’s degree and 7+ years of related experience DoD 8570 IAT Level II Certification required, ex., Security+ Experience using a Service Desk ticketing system, such as ServiceNow Experience with Microsoft Office Preferred Qualifications: Experience with Microsoft Windows Servers; Microsoft Windows 10 Experience with Microsoft Exchange, Active Directory, and workstation and server hardware Experience with DNS, Group Policy, and PKI; vSphere, Horizon View, data backup, and antivirus software Good working knowledge of applying security best practices from DISA and/or vendors